Question 1

Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

Accepted Answer

A)  Focus on value 
B)  Start where you are 
C)  Think and work holistically 
D)  Keep it simple and practical 
A)  Focus on value 
B)  Start where you are 
C)  Think and work holistically 
D)  Keep it simple and practical C

Question 2

Which is included in the purpose of the 'service level management' practice?

Accepted Answer

A)  To maximize the number of successful service and product changes 
B)  To ensure accurate information about the configuration of services is available 
C)  To set clear business-based targets for service levels 
D)  To ensure that suppliers and their performance are managed appropriately 
A)  To maximize the number of successful service and product changes 
B)  To ensure accurate information about the configuration of services is available 
C)  To set clear business-based targets for service levels 
D)  To ensure that suppliers and their performance are managed appropriately C

Question 3

Which stakeholders co-create value in a service relationship?

Accepted Answer

A)  Investor and supplier 
B)  Consumer and provider 
C)  Provider and supplier 
D)  Investor and consumer 
A)  Investor and supplier 
B)  Consumer and provider 
C)  Provider and supplier 
D)  Investor and consumer B

Question 4

Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT ?

Accepted Answer

A)  It should always be used to support direct observation 
B)  It should always be used instead of direct observation 
C)  Measured data is always more accurate than direct observation 
D)  The act of measuring always positively impacts results 
A)  It should always be used to support direct observation 
B)  It should always be used instead of direct observation 
C)  Measured data is always more accurate than direct observation 
D)  The act of measuring always positively impacts results

Question 5

Which is NOT a component of the service value system?

Accepted Answer

A)  The guiding principles 
B)  Governance 
C)  Practices 
D)  The four dimensions of service management 
A)  The guiding principles 
B)  Governance 
C)  Practices 
D)  The four dimensions of service management

Question 6

How should the workflow for a new service request be designed?

Accepted Answer

A)  Use a single workflow for all types of service request 
B)  Use different workflows for each type of service request 
C)  Avoid workflows for simple service requests 
D)  Leverage existing workflows whenever possible 
A)  Use a single workflow for all types of service request 
B)  Use different workflows for each type of service request 
C)  Avoid workflows for simple service requests 
D)  Leverage existing workflows whenever possible

Question 7

Which dimension considers how knowledge assets should be protected?

Accepted Answer

A)  Organizations and people 
B)  Partners and suppliers 
C)  Information and technology 
D)  Value streams and processes 
A)  Organizations and people 
B)  Partners and suppliers 
C)  Information and technology 
D)  Value streams and processes

Question 8

Which does the ITIL service value system discourage?

Accepted Answer

A)  Coordinated authorities and responsibilities 
B)  Organizational silos 
C)  Interfaces among practices 
D)  Organizational agility 
A)  Coordinated authorities and responsibilities 
B)  Organizational silos 
C)  Interfaces among practices 
D)  Organizational agility

Question 9

When should the effectiveness of a problem workaround be assessed?

Accepted Answer

A)  Whenever the workaround is used 
B)  Whenever the problem is resolved 
C)  Whenever the workaround becomes a known error 
D)  Whenever the problem is prioritized 
A)  Whenever the workaround is used 
B)  Whenever the problem is resolved 
C)  Whenever the workaround becomes a known error 
D)  Whenever the problem is prioritized

Question 10

Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

Accepted Answer

A)  assets 
B)  values 
C)  elements 
D)  services 
A)  assets 
B)  values 
C)  elements 
D)  services

Question 11

An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?

Accepted Answer

A)  A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences. 
B)  The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied. 
C)  SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed. 
D)  Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction. 
A)  A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences. 
B)  The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied. 
C)  SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed. 
D)  Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

Question 12

What are guiding principles?

Accepted Answer

A)  A set of interconnected activities that help an organization deliver a valuable service 
B)  A description of one or more services that help address the needs of a target consumer group 
C)  A set of specialized organizational capabilities for enabling value for customers 
D)  Recommendations that help an organization when adopting a service management approach 
A)  A set of interconnected activities that help an organization deliver a valuable service 
B)  A description of one or more services that help address the needs of a target consumer group 
C)  A set of specialized organizational capabilities for enabling value for customers 
D)  Recommendations that help an organization when adopting a service management approach

Question 13

What are the three phases of 'problem management'?

Accepted Answer

A)  Problem logging, problem classification, problem resolution 
B)  Incident management, problem management, change enablement 
C)  Problem identification, problem control, error control 
D)  Problem analysis, error identification, incident resolution 
A)  Problem logging, problem classification, problem resolution 
B)  Incident management, problem management, change enablement 
C)  Problem identification, problem control, error control 
D)  Problem analysis, error identification, incident resolution

Question 14

Which is a risk that might be removed from a service consumer by an IT service?

Accepted Answer

A)  Service provider ceasing to trade 
B)  Security breach 
C)  Failure of server hardware 
D)  Cost of purchasing servers 
A)  Service provider ceasing to trade 
B)  Security breach 
C)  Failure of server hardware 
D)  Cost of purchasing servers

Question 15

Which is an activity of 'problem identification'?

Accepted Answer

A)  Analyzing information from software developers 
B)  Establishing problem workarounds 
C)  Analyzing the cause of problems 
D)  Establishing potential permanent solutions 
A)  Analyzing information from software developers 
B)  Establishing problem workarounds 
C)  Analyzing the cause of problems 
D)  Establishing potential permanent solutions

Question 16

In which two situations should the ITIL guiding principles be considered? 1. In every initiative
2) In relationships with all stakeholders
3) Only in specific initiatives where the principle is relevant
4) Only in specific stakeholder relationships where the principle is relevant

Accepted Answer

A)  1 and 2 
B)  2 and 3 
C)  3 and 4 
D)  1 and 4 
A)  1 and 2 
B)  2 and 3 
C)  3 and 4 
D)  1 and 4

Question 17

What is a configuration item?

Accepted Answer

A)  Any financially valuable component that can contribute to delivery of an IT product or service 
B)  Any component that needs to be managed in order to deliver an IT service 
C)  Any change of state that has significance for the management of a service 
D)  A problem that has been analyzed but has not been resolved 
A)  Any financially valuable component that can contribute to delivery of an IT product or service 
B)  Any component that needs to be managed in order to deliver an IT service 
C)  Any change of state that has significance for the management of a service 
D)  A problem that has been analyzed but has not been resolved

Question 18

Which is NOT a component of the service value system?

Accepted Answer

A)  The service value chain 
B)  Opportunity and demand 
C)  Continual improvement 
D)  Governance 
A)  The service value chain 
B)  Opportunity and demand 
C)  Continual improvement 
D)  Governance

Question 19

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

Accepted Answer

A)  Information security management 
B)  Monitoring and event management 
C)  Incident management 
D)  Change control 
A)  Information security management 
B)  Monitoring and event management 
C)  Incident management 
D)  Change control

Question 20

Which practice has a strong influence on the user experience and perception of the service provider?

Accepted Answer

A)  Service desk 
B)  Change enablement 
C)  Service level management 
D)  Supplier management 
A)  Service desk 
B)  Change enablement 
C)  Service level management 
D)  Supplier management

Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

Which is included in the purpose of the 'service level management' practice?

Which stakeholders co-create value in a service relationship?

Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT ?

Which is NOT a component of the service value system?

How should the workflow for a new service request be designed?

Which dimension considers how knowledge assets should be protected?

Which does the ITIL service value system discourage?

When should the effectiveness of a problem workaround be assessed?

Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?

What are guiding principles?

What are the three phases of 'problem management'?

Which is a risk that might be removed from a service consumer by an IT service?

Which is an activity of 'problem identification'?

In which two situations should the ITIL guiding principles be considered? 1. In every initiative 2) In relationships with all stakeholders 3) Only in specific initiatives where the principle is relevant 4) Only in specific stakeholder relationships where the principle is relevant

What is a configuration item?

Which is NOT a component of the service value system?

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

Which practice has a strong influence on the user experience and perception of the service provider?

ITIL Practitioner

ITIL Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

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Exam 3: ITIL 4 Foundation

Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

Which is included in the purpose of the 'service level management' practice?

Which stakeholders co-create value in a service relationship?

Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT ?

Which is NOT a component of the service value system?

How should the workflow for a new service request be designed?

Which dimension considers how knowledge assets should be protected?

Which does the ITIL service value system discourage?

When should the effectiveness of a problem workaround be assessed?

Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?

What are guiding principles?

What are the three phases of 'problem management'?

Which is a risk that might be removed from a service consumer by an IT service?

Which is an activity of 'problem identification'?

In which two situations should the ITIL guiding principles be considered? 1. In every initiative 2) In relationships with all stakeholders 3) Only in specific initiatives where the principle is relevant 4) Only in specific stakeholder relationships where the principle is relevant

What is a configuration item?

Which is NOT a component of the service value system?

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

Which practice has a strong influence on the user experience and perception of the service provider?

ITIL Practitioner

ITIL Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters